Thursday Aug 29, 2013

Oracle RightNow Cloud Service August 2013 Release - Leveraging the Power of Oracle’s Best-of-Breed CX Suite! By JP Saunders

The August 2013 release of Oracle RightNow Cloud Service gets super charged by Oracle’s CX portfolio with best-of-breed commerce, automated entitlement management  and enterprise knowledge capabilities to empower people across all channels of interaction throughout the lifecycle journey with the brand.

Streamline Online Sales

Oracle RightNow Cloud Service seamlessly blends the power of commerce into its Agent Desktop to help contact center staff deliver relevant, proactive cross- and upsell offer in real time during successful customer service engagements. This powerful combination of Oracle RightNow Service Cloud and Oracle ATG Web Commerce empowers customer service professionals to rapidly identify and resolve issues within the buying and supporting lifecycle, across all channels of interactions. Customers can now get timely, relevant and consistent assistance with completing an order, adding related items to their shopping carts, upgrading or renewing services, as well as effective support with what they purchase--all from a single agent interaction in chat, social, phone, mobile or Web.

Make Complex Decisions Instantly and Consistently

This release extends the power of automating entitlement management to the Agent Desktop. With Oracle Policy Automation tools now available to service agents, they’re able to instantly get assistance with complex decisions leveraging existing contextual case data. And, those decisions will be consistent with the guidance that a customer receives through self-service on the Web. So regardless of channel or interaction choice, your customers’ service experience is not only efficient but also consistent, personalized and intuitive.

Choose the Knowledge Management Solution That Best Meets Your Customer Needs

Now any business can do what some of the World largest online brands are doing! Businesses that require the ability to connect content silos or to consistently and accurately federate knowledge across their enterprise can now power up their Oracle RightNow solution by leveraging the Oracle Knowledge adapter. The World’s leading Knowledge Management solution, Oracle Knowledge, augments Oracle RightNow Cloud Service knowledge capabilities with deeper language technologies, business intelligence analytics, more support content types, languages and more… Now available in the Oracle RightNow Agent Desktop, this integration provides agents with the ability to accurately assist customers with finding the right answer at the right time.

For more information on these high-value features, please watch the Oracle RightNow Cloud Service – August 2013 Release Overview or read the Oracle RightNow Cloud Service – August 2013 Capabilities and Benefits.

Why Social Customer Service? Why Now?

Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum

Social media has become a daily part of life for many. But what is its purpose and why have we become so reliant on these tools? It hasn’t replaced phone conversations, texts, emails or even real life meetings; rather it has become a useful addition. On a simple level, it’s an ever evolving, admittedly often infuriating, view into friends’ lives, a way to send messages, show off, or digitally curate the way we want to be perceived.

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Wednesday Aug 28, 2013

Mobile Is Becoming A Catalyst For Commerce

Mobile phones have become almost ubiquitous in our daily lives. More and more people are relying on their smartphones to stay connected with their family, friends, co-workers, and the world around them. Armed with smartphones and tablets, consumers have access to much more product information and can compare, recommend, and share information from anywhere, at any time.

According to Internet Retailer, in the second quarter of 2013 U.S. mobile commerce grew faster than U.S. e-commerce sales via desktop/laptop computers. M-commerce represented 9% of all online commerce in the quarter, comScore says, with mobile shoppers buying more than $700 million worth of apparel and accessories in Q2.

A new report from Juniper Research expects mobile commerce transactions conducted through handsets and tablets will exceed US$3.2trn by 2017, rising from US$1.5trn this year. Research firm eMarketer reports that this year, 62.5 percent of all mobile commerce will come from tablets, despite the fact that they have a lower penetration rate than smartphones. However, lack of mobile site optimization remains a concern. Overseas in Europe, according to the latest statistics that have been released on the IMRG Capgemini e-Retail Sales Index, last month, the sales over mobile commerce in the United Kingdom managed to grow by a phenomenal 129 percent when compared to the figures from the same time in 2012.

Smartphones enable customers anywhere to quickly research and evaluate products prior to purchase. 4G connectivity enables consumers to have faster access to mobile Web sites and apps. Tablets provide more real estate for customers and business buyers to view product information in order to make their buying selection. In June 2013, 91% of tablet users and 90% of smartphones users accessed a mobile e-commerce Web properties, according to comScore.

So companies need technology tools to help them understand the mobile universe and its impact on their businesses. Mobile commerce started in the retail industry and is permeating into other industries as consumer get more comfortable purchasing via their smartphone and consumers migrate from pure research to buying products and services on their phones.

An Oracle study found that only 37% of respondents indicating that their company has mobile commerce in place. You need to continually think about how your customers are engaging with you and your brand via smartphones and tablets, and build mobile into your company’s overall commerce strategy. Click here to learn more about Oracle Commerce.

Tuesday Aug 27, 2013

The Social Customer Service Maze

Your Customers Are Already Talking – It’s Time to Join the Conversation

While social media has become a standard function in most marketing departments, customer service and contact centers are just beginning to become actively involved in social media. When I talk to executives that run service/support or contact centers, I tend to get the same reaction when social media comes upHELP!

[Read More]

Friday Aug 23, 2013

How Do You Make Profits From Your Contact Center?

Transform Contact Centers into Profit Centers

Customer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to Aberdeen. Service organizations that focus on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates. 

What might it look like if you equipped your agents to not only deliver great service, but also recommend and sell product and service offers that are personalized in real time? In this new video, "Turn Your Contact Center into a Profit Center," see how Oracle Service products empower service agents to delight customers and sell more.

How do you transform your contact center? In this Aberdeen research report, “Service Excellence and the Path to Business Transformation,” learn strategies and action steps that, along with enabling technology, will help you to make profits from your contact center.

Wednesday Aug 21, 2013

Cross-channel Service: Is Voice Going Away? by JP Saunders

In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the importance of having a cross-channel solution. It’s easy to forget that voice is still the #1 channel that customers use to resolve customer service issues. Not to say that cross-channel is unimportant – it definitely is. 

According to Kate Leggett, Forrester Research, “Telephoning a live representative remains the most frequently used customer service channel, and its usage is relatively consistent over time and across generations. This shows that customers are not abandoning the traditional customer service channels in favor of newer ones but are increasing the total number of channels they use when interacting with companies.”1

So the voice channel remains as strong as ever, as are the customer’s expectations to seamlessly traverse into that channel from online channels. 

If you’re interested in how to provide robust voice and cross-channel capabilities as part of your service solution at lower cost and risk, you won’t want to miss these Avaya sessions at Oracle OpenWorld, September 22-26, 2013, in San Francisco. Avaya, a long-time leader in Contact Center technology, has an exciting announcement to make pertaining to the close partnership it has with the Oracle RightNow Cloud Service product. 

·         Enabling Oracle CRM Platforms Through Avaya Technology

·         Oracle Service Vision and Roadmap

1Understand Communication Channel Needs To Craft Your Customer Service Strategy, Forrester Research, Inc., Kate Leggett, March 11, 2013

Tuesday Aug 20, 2013

CRM Evolution 2013: Social Care is a Mainstream Channel

CRM Evolution's Customer Service Experience track began today with Hewlett Packard’s (HP) Patricia Graca talking about Social Care. She got our attention with some eye-opening statistics:

  • 1 in 3 users prefer social care over contacting via the phone
  • 80% of customers will not purchase a product if there is a negative review
  • 43% of customers use social media to publicize a bad experience—and 48% a positive experience

Graca has built a social support community with volunteer experts who give two to 30 hours of their time every week to answer other customers’ questions.

What motivates these experts to devote so much time? She found that the top motivator is the satisfaction they receive from helping people. But Graca doesn’t stop there. She uses gamification to motivate experts with things like:

  • 15 status levels they can climb based on their answers’ usefulness
  • Avatars created from personal photos experts submit
  • Privileges like early access to new products, training and special events

Graca even hosts 24-hour social support marathons in which 100s of experts around the world participate—creating a wealth of crowd source wisdom for HP.

Currently, 1% of her social support community serves as experts and/or contributors. Her next challenge is encouraging the remaining 99% to actively participate.

Monday Aug 19, 2013

Become a part of your customer's life at CRM Evolution 2013

The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the story of their customers’ lives” through:

Getting Real—walking a mile in their customers’ shoes

  • Example: USAA has new hires eat army rations, wear flak jackets and boots and go through the same insurance application processes

Being There—improving the top five contact points that matter most to customers

  • Example: WestJet empowers its frontline staff to give ‘honored guests’ the best experience possible

Apologizing Well—responding quickly and humbly to solve problems

  • Example: Southwest sends apology letters offering discount coupons to fly again.  

Oracle’s very own Matt Kresch, Principal Product Strategy Director, spoke about the Modern Contact Center. To be ‘modern,’ your service organization must be able to carry on a seamless conversation with the customer across channels. A unified agent desktop—that brings all the customer information and engagement tools together on one screen—makes this possible.

Wednesday Aug 14, 2013

Master Data—and Delivering a Great Customer Experience

In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and personalized experience. If they don’t get it, today’s empowered customers won’t hesitate to leave. Yet many companies can’t deliver great personal experiences to their customers because they are struggling with siloed information systems and processes that fail to provide complete and accurate data to sales, support, and marketing teams.

In the new white paper by Harvard Business Review Analytic Services, “Delivering on the Promise of Great Customer Experiences,” learn from several forward-thinking organizations—in industries ranging from travel to telecommunications—how to use Master Data Management (MDM) to collect and integrate all types of internal and external data and create the consistent, connected, and personalized experiences that customers want. Oracle Master Data Management offers the most complete product line on the market, enabling organizations to cleanse, centralize, and govern to create a “master” version of customer and business data—and the foundation for an improved customer experience strategy. Find out how your organization can enrich the customer experience.

Read the whitepaper today!

For more information on Master Data Management, visit us on oracle.com - www.oracle.com/mdm.

Commerce China Part 2:– ‘Talk to me in Internet’

China is booming - and merchants are using social media, multi-media and web sites in innovative ways to reach the growing potential consumer base.  All signs point to a market moving towards differentiation.

Our commerce sessions during Oracle Open World in Shanghai were chock-full.  The experience was surreal with what looked like a DJ box at the at the back of the room containing two humans, translating simultaneously to audience-members wearing headsets.  My only tip if you ever find yourself presenting in this situation is to avoid jokes – the timing is all off.

But I digress.  My greatest curiosity while interacting with the audience was – what are their end customers seeking today?

I found that the Chinese consumer wants to be transfixed and beguiled, all while in transit.  They seem to be the ultimate mobile users.

I was personally frustrated in Shanghai by being unable to post my beautiful and ‘bizarre-to-me’ meals on Facebook, leading me to understand why every one of the social media channels familiar to me in North America and Europe have a Chinese-specific counterpart.  Facebook, YouTube, Twitter, Foursquare, Vimeo, Blogger, Blogspot, Hulu and Skype are all blocked in China.  This is leading to a China-specific tech boom as the local Chinese versions grow and prosper. 

Youku – Chinese Youtube - I should have been spending some of that down time visiting Youku, the Chinese version of Youtube. Youku has started  innovative methods of product placement in original videos.  Because of the relatively low number of home-owned recording devices and subsequent low volume of user-created content, much of the content on Youku is produced by brands.  

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